Service Quality Performance

As part of our commitment to continuously improve and invest in your railway we have recently launched a new Service Quality Regime (SQR) to audit our physical assets such as stations and trains, as well as ourselves. This scheme ensures we get the basics right for you, our customers. The targets for the scheme are set by the Department for Transport (DfT) and they continue throughout the course of our franchise.

To support our SQR scheme we have a programme of initiatives planned over the next few years to make significant improvements to our stations, uniforms and cleaning standards. Plus, that our colleagues are proactive in reporting issues they see to help improve our standards.

Our first period of results are below and we will use these to focus on areas where we are falling short of the required DfT target. We will update these results every 4 weeks so you can track our performance.